# Helpdesk Service

## Summary

Providing a place to ask implementation questions and direct access to talk to someone about adopting the standard. A Contact Relationship Management (CRM) system can be used to track the different actors engaging with a standard, including implementers, users and support providers.

## Description

* A *helpdesk email address* provides an accessible, on-demand, asynchronous way for questions about the standard to be answered. They may go to a single person, or a team may share an inbox and prioritise work accordingly.
* A *direct phone number* provides rapid access to implementation support, and can help to build relationships between implementers and those maintaining the standard. It can encourage little-and-often access to support, which may help implementers avoid early misunderstandings. However, many implementation issues require sharing of data or in-depth investigation, which can't be easily carried out over the phone.
* A *CRM* may be used for:
    - **Outreach and engagement** - identifying potential standard adopters, users and champions, and keeping track of communication and engagement with them;
    - **Knowledge management** - keeping track of communication with particular standard adopters; making sure technical support and policy engagement is joined up; and providing access to consistent technical support answers;
    - **Time tracking** - to supported charging by helpdesk consultants, or to allow reporting on which adopters require the greatest investment of time and support;
    - **Reporting** - to track progress towards key adoption metrics, and to measure key performance indicators for a helpdesk;

Useful CRM features for supporting a standard include:

- Contact profiles
- Task tracking
- Agile board
- E-mail integration or e-mail helpdesk
- Knowledge base

## Examples

- The Open Contracting Data Standard makes use of a customised instance of [RedmineUp](http://redmineup.com), using the helpdesk plugin to create new contacts for each incoming e-mail, and using time-tracking against tickets for regular reporting.

- 360Giving uses Salesforce to track the progress of publishers.

## Prioritisation Factors

- If there are implementers who aren't already part of the network creating the standard
- Direct phone number: If implementation questions can easily be answered over the phone
- CRM:
    - The standard needs to report on levels of adoption
    - The standard is providing a helpdesk to adopters
    - There are multiple teams engaging with each adopters

## Deprioritisation Factors

- Direct phone number: If there aren't sufficient staff or volunteers to offer the level of cover expected
- CRM:
    - The standard is early stage
    - There is no central support offer